Senior Manager, Customer Success

Title: Senior Manager, Customer Success

Location: London - Hybrid 

THE OPPORTUNITY:

Although we’re proud of our history, we’re even more excited about the future. We want to create a world-class culture and company that attracts, develops, engages, and retains elite talent.

At Salesloft, our Senior Manager, Customer Success will be pivotal to our company’s success. You will be a key member of our high-performing Customer Success organization, leading our efforts to drive best-in-class experiences for customers of all sizes. You'll help build digital-first strategy with a human touch to drive product adoption and retention across our global customer base. Additionally, you will coach and mentor a group of Customer Success Managers on the team. 

On a day-to-day basis, you will be responsible for leading our team of Customer Success Managers. Specifically, you will:

• Coach and develop the customer success team, ensuring we are delivering the best possible customer experience to the EMEA customer base
• Identify trends in your customer base and develop scalable approaches to solving for common challenges
• Collaborate with support and product teams to ensure customer feedback is captured and realized.  
• Strategically partner with regional and global leaders to shape our Customer Success strategy, influencing our path to IPO and building a strong, resilient presence in the region
• Work closely with the renewals team to strengthen CS influence on renewals results

In addition to working with amazing colleagues who exemplify our ‘team over self’ core value, you will also have the opportunity to lead the way as we blend data, AI, and high-value 1:1 engagements to deliver value for customers of every size. You will have an opportunity to make a difference. 

WHAT WE’RE LOOKING FOR:

We are seeking a Customer Success leader who knows how to empower a high-performing CS team who will engage, retain and drive our customers' understanding of Salesloft. This person will work strategically with Sales, Support, and leadership (both internally and with the customer).

If you’re passionate about sales technology, providing a world-class customer experience, and thrive in a fast-paced, hyper-growth startup environment, then becoming a Senior Manager, Customer Success is the career path for you! 

THE TEAM:

Our Salesloft’s Customer Success team is comprised of seasoned and up-and-coming customer success professionals who are all aligned on one vision and mission:

• Vision: Fundamentally transform the way buyers and sellers drive repeatable outcomes
• Mission: Bring science to the art of sales 

The Global Customer Success team consists of 80+ team members who develop and maintain a deep understanding of the customer’s business drives, goals, and steer activities to align with these initiatives. They act as a liaison between internal teams to ensure customer needs are being met, partner with sales to define and achieve customers’ success criteria, and demonstrate ROI and ensure customers renew the Salesloft Product Suite.   We strive to ensure customer satisfaction through inspiring, educating/training, driving adoption, managing stakeholders, and influencing the customer

They are also the epitome of our core values and every day they… Lead with humility and respect, Earn customer trust, Put team over self, Redefine what’s possible and Deliver big results. 

THE SKILL SET:

• 5+ years of Customer Success experience, preferably in a B2B SaaS company
• 3+ years of management experience with experience achieving revenue goals focused on Enterprise and Commercial customers.
• Demonstrated success in exceeding revenue targets
• Ability to engage and present to senior leadership
• Experience coaching and developing teams
• Strong relationship-building skills with demonstrated ability to build internal partnerships and gain buy-in. Building synergy between renewals & sales.
• Ambitious and driven, thriving in a fast-paced and demanding environment 
• Teamwork mentality and willingness to assist wherever needed 
• History of improving processes, methodologies, programs or frameworks that increased team performance
• Ability to maintain a positive attitude and calm demeanor, especially in escalated circumstances
• You are a clear, confident and compelling communicator — in writing, in conversation and in front of an audience
• You are resourceful, scrappy and creative — if a playbook doesn't exist yet, you go figure it out and build it for the whole team to use

WITHIN ONE MONTH, YOU’LL:

• Attend Salesloft’s New Hire Orientation, where you will learn our Salesloft story and understand what makes our “lofters” unique
• Complete all required training by due dates specified
• Understand the skills and responsibility of your immediate team members
• Meet with your entire team and listen to what is working and not working in the organization
• Meet with your counterparts and Business stakeholders to gain insights and expectations on the role
• Know the product, value prop for our customers, buyer personas, competitive differentiators
• Create a 90 day plan

WITHIN THREE MONTHS, YOU’LL:

• Be running your business and conducting weekly 1:1s with your direct reports and cross-functional partners
• Conducting analysis on business performance and suggesting improvements
• Engaging with customers at a strategic level
• Be a product expert and feel comfortable walking a customer through all aspects of the Salesloft platform
• Have proficiency in both the Salesloft product capabilities as well as modern sales engagement best practices

WITHIN SIX MONTHS, YOU’LL:

• Be coaching your team to consistently meeting and exceeding their quarterly targets
• Craft the go-forward strategy for Velocity Customer Success including metrics, resources, processes, and technology needed to scale
• Present financial and non-financial team performance to Salesloft senior leadership

WITHIN TWELVE MONTHS, YOU’LL:

• Continue to drive the team to execute against plan
• Continue to identify improvement opportunities
• Seen as a critical Senior leader in the Success Organization
• Build a roadmap for the following year

WHY YOU’LL LOVE SALESLOFT:

At Salesloft, we're not just a company, we're a community built on shared values. 

Salesloft helps sales teams drive more revenue with the only complete Sales Engagement platform available in the market. Salesloft is the one place for sellers and managers to go to execute all their digital selling tasks, communicate with buyers, understand what to do next, forecast with accuracy, and get the coaching and insights they need to win more deals. Thousands of the world’s most successful sales teams, like those at Google, 3M, IBM, Shopify, Square, and Cisco, drive more revenue with Salesloft.

Since our founding in 2011, we have grown into a global, award-winning organization with Lofters based all over the world. As a testament to our organizational health, we have been named by Forbes as one of America’s Best Startup Employers in 2021, Atlanta Business Chronicle’s 2022 Healthiest Employers, three times by Deloitte as a ‘Fastest-Growing Technology Company in North America,’ and have been recognized as a top workplace by Fortune, Glassdoor, Atlanta Journal-Constitution, and Inc Magazine. 

In addition to our stand-out organizational health, G2 recently ranked us #1 in Enterprise Sales Engagement and we were named a leader in the 2022 Forrester Wave for Sales Engagement. We received the highest possible score in 26 out of 30 criteria, more than any other vendor evaluated in our category. 

We’re redefining an age-old industry. This is challenging work – but our team of driven innovators makes the journey thrilling. We’re fast-paced, cutting-edge, and collaborative. We pursue excellence in everything we do and have a lot of fun along the way. Come join us!

Check us out on Glassdoor and see what people LOVE about working for Salesloft! 

IS THIS ROLE NOT AN EXACT FIT? Keep an eye on our Careers Page for other positions!

WHY SHOULD YOU WORK AT SALESLOFT:

• You will become part of an amazing culture with a supportive CEO and smart teammates who actually care
• You will work with an amazing team you can learn from and teach
• You will experience joining a high-growth/high-trajectory organization
• You will hear “Yes, let’s do that!” and then have the opportunity to successfully execute on your ideas
• You will build community with Lofters of many cultures and backgrounds through ERGs and DEI initiatives
• We have a vibrant, open office that utilizes modern technology
• You will grow more here than you would anywhere else, that is a promise

Salesloft embraces diversity and invites applications from people of all walks of life. We are proud to be an Equal Opportunity Employer and provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.

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